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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) where customers are able to download software products.
B) that helps customers find answers and resolve issues with IBM software products.
C) to open an Enhancement Request.
D) for the customer entitlement process.

2. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Only IBM employees where they can access it from the intranet.
B) IBM employees and Customers who are registered in ECuRep
C) Every one as it'sacess is public from the internet.
D) IBM employees that are registered in ECuRep.

3. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Post thread in developerWorks forum and direct the customer to it.
B) Close the PMR as it is out of L1 support scope.
C) Search for fixpack and provide link and instruction to customer.
D) Contact L3 to get fixpack.

4. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Calls
B) ListPMRs
C) List Primary
D) List Queues

5. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
B) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) Choose a date that is best for the L1 support professional.
D) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.

Solutions: